July 15, 2025
How Gulf Brands Are Using AI to Cut Costs and Boost CX—All at Once
Artificial intelligence is already at work inside some of the most customer-focused brands in the Gulf. It’s not only taking on back-office tasks but on the frontlines as well: talking to customers, analysing what they say, and even predicting what they’ll need next.
Submissions to this year’s Gulf Customer Experience Awards show how quickly AI is becoming a competitive lever across sectors. In retail, AI is supporting real-time price matching, translating multilingual feedback into actionable insight, and helping frontline staff deliver personalised service based on individual transaction histories.
One pharmacy chain credited its AI rollout with an 8% rise in Net Promoter Score and a jump in average basket size that led to millions in extra revenue.
In banking, an Emirati institution transformed its app into a digital self-service hub, now capable of resolving 90% of customer requests. In telecoms, an AI-powered assistant automated 95% of common queries across multiple channels and dialects. Finally, AI helped the utilities sector cut call volumes by 30%, while enabling the companies to reduce physical branches and improve satisfaction scores.
One standout project used AI to uncover hidden patterns in customer churn. Another predicted when individual drivers would need vehicle servicing—before they even asked—based on AI models fed by driving behaviour and spend data.
These stories, and many more like them, appear in our exclusive GCXA 2025 Trends Report, compiled from real finalist submissions. Whether you’re leading CX for a major brand or mapping out your first AI investment, this report offers practical examples of what works.
👉 Get the full report here. See what your industry peers are doing and how far ahead some of them already are.
